As the eCommerce Platform matures for LSEG and as LSEG continues to add more Digital propositions to support LSEG customers digital experiences a new requirement has come up for an experienced Digital Journey manager to help our eCommerce team continue to mature our Digital capability offerings.

This role will work alongside the Lead Digital Journey manager in London and help set a strategy and further develop new experience backlogs for enabling sales of existing propositions typically sold via our human salesforce into our digital ecommerce channel. We’re looking for someone with strong Digital and Technology background to be a cross-functional with tech, UX/UIs and the business to build compelling new digital products and journeys for our customers. Given use of Salesforce CRM & Commerce technologies we are ideally looking for someone with Salesforce experience.

The digital journey manager is responsible for the discovery, development, test & launch of new digital journeys and digital products that delight our customers and drive new revenue streams for LSEG in the ecommerce channel.

This role will partner closely with our CRM and Front-end Technology and Architecture teams for delivery of key sales process flows, customer experiences on the front-end, work closely with business analysts for creation of end to end digital journeys, undertake key design decisions and working on wireframes and experience vision.

Role Responsibilities & Key Accountabilities:

• Works closely with the Tech development teams as the main point of contact for understanding and translating business requirements into features and capabilities using agile methodology.
• Works with a wider stakeholder group to showcase and present features and capabilities on the ecomm roadmap for business readiness.
• Can discuss, weight up and present solutions and make recommendations to a wider stakeholder community.
• Creates and implements tools, processes and working practices to improve the effectiveness and efficiency of the Platform environment and delivery of best-in-class service.
• Helps Sets the roadmap and direction for a cross functional team of experts who generate new customer journeys. Leads and empowers delivery, meeting the usage and commercial requirements of the Platform.
• Collaborates effectively with cross-functional business partners on user growth, product design, release rollouts, migrations. Stakeholders can include Product and Content Management, Sales and Account Team, Business Leadership, Order Management, Developer Advocacy, Content Operations and Technology. This role sits ate the heart of a diverse community and will require good stakeholder management skills
• Continually evolves our understanding of how customers are using the Digital estate and makes recommendations, informed by data, on how to improve conversions of key sales and service journeys
• Deploys best-in-class customer-centric design processes through relevant documentation, tools, & technical delivery methodologies.
• Provides expert troubleshooting and applies subject matter mastery to resolve customer issues. Effectively collaborates with stakeholders to ensure successful and properly communicated outcomes.
• Leads project teams in partnership with Technology to achieve the agreed quarterly objectives.
  
  

Some of the more specific responsibilities:

• Familiarity of working in agile > ensures quick and low cost turnaround of PoCs and product launches
• Come up with new journey and digital product ideas based on technical understanding, commercial awareness and understanding of customer needs. Working with other departments to impact assess products including estimating costs, business cases and other impacts
• Responsibility for early life product development using Service design methodology: including ideation, trialling, evaluating and where they prove successful, launching new digital journeys to drive commercial value. Measured on the time to market, amount & quality of new product ideas going through the innovation pipeline. Quality will be measured by customer feedback, take up and financial metrics.
• Responsible for testing new products with customers through running low cost experiments, proof of concept tests and trials with customers and making recommendations based on those results
• Responsibility and ownership of product backlogs, roadmaps, and business cases
  
  

What we need from you:

• Experience of setting new and improving existing journeys based on user research and customer insight, commercial awareness and a disruptive thinking approach to established markets and sectors.
• experience in agile product principles and ability to find the right option for bringing a product to market to maximise speed & quality and minimise cost
• An eye for detail and good design, with an ability to help visualise ideas to quickly test and validate them, but also ensure industrialised products have best-in-class usability, accessibility and customer appeal
• Comfortable with ambiguity, and delivering under pressure in complex fast paced environments
• Ability to gather, analyse and use data to make good decisions, influence stakeholders and clearly articulate the progress and potential of new products
• A team player who is happy to work with other product managers within the team to add value to the overall team product roadmap
• Strong stakeholder management, influencing and communication skills – both written and verbal
  
  

Desirable:

• Organised with experience of managing products or projects which cross multiple areas of the organisation
• Experience of negotiating and managing full partnerships in the digital space
• Solid background with CRM/Sales technologies such as Salesforce, in a BA and/or Business architect capacities in the past
• Previous exposure and some experience in user journey technical flows, process-flows and/or Six-sigma credentials.
  
  

Qualifications & Experience:

• Recommended Degree: Customer Experience / Digital experience, Digital Transformation, Finance, Business, Information Science, Computer Science,
• Moderate experience in Digital product development and Digital delivery.
• E-commerce experience would be of further advantage
  
  

WORKSTYLE MODEL

We know balance is the key, therefore we propose hybrid way of working. You are welcome to work from our brand-new office every day, but you have still an opportunity to stay at home if needed. In this position you can work 4 days a week from home.

YOUR PACKAGE WHEN JOINING GDYNIA TEAM:

• Bonus: bonus plan assigned to every position
• Wellbeing: monthly wellness and work-from-home allowance, and employee assistance program
• Lunch card: meal allowance on personal lunch card provided monthly
• Healthcare: private medical care with Medicover, premium package fully covered by employer and life insurance with Generali
• Future: corporate pension plan supported by Fidelity International offering additional 5% of base salary to invest in selected funds, and LSEG Employee Share Purchase plan available
• Reward and Recognition: additional awards and vouchers available for extra achievements
• Referral: Bonus between 8,000 to 10,000 PLN for successful recommendation of a new colleague
• Development: E-learning platforms access with a range of training and certified courses
• LSEG Products: availability to access to real-time economic data through our flagship Workspace platform
• Diversity: Inclusive culture built by colleagues from over 40 countries representing various age, gender, race, and beliefs
• Charity: 2 additional days off for voluntary jobs
• Office: brand new, sustainable office with cafeteria and chillout space. Location 3T Office, Gdynia is less than 200m to PKM station and a walking distance to SKM station. Underground car park with 122 spaces for LSEG employees
• Activities: sport teams and social events to join e.g. weekly yoga classes in the office
• Company events: Annual Summer and Winter Parties for colleagues and Family Day for employees with partners and children
  
  

Proud to share LSEG in Poland is Great Place to Work certified (Feb ’24 – Feb ’25).

Learn more about life and purpose of our company directly from the Gdynia colleagues’ video: https://www.lseg.com/en/careers/where-we-work/gdynia-poland 

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LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

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